Customer Success Manager

Customer Success Manager

Location: Anywhere in the United States

At Splash we believe that nothing is more powerful than human connection. With that our goal is to bring people together at events in a meaningful way and how we communicate to potential attendees sits at its core.

What we’re looking for

As a Customer Success Manager, you will be a strategic advisor to our Mid-Market/Enterprise customers’ event marketing initiatives. You will oversee Splash platform adoption, value realization throughout the customer lifecycle, ongoing engagement, expansion, and growth. You will understand our customers’ marketing and business goals, and how to demonstrate event ROI. CSMs collaborate with Splash’s Product, Support, Professional Services and Sales teams to drive success and scale. The position is a demanding and rewarding one. The ideal person has been in a CSM role at a high-growth tech company and is passionate about the opportunity to work within the event marketing space.

In this role, you’ll get to

• Own an assigned book of Mid-Market/Enterprise accounts, guiding each customer towards getting the most value out of the product and growth.
• Responsible for customer renewal process using our playbooks
• Reduce churn and help our customer base get to Net Revenue Retention
• Strategic identification of upselling and expansion opportunities with an effort to add incremental revenue
• Ensure customer KPIs are clearly defined, analyze performance and recommend optimization initiatives
• Hold QBRs involving key stakeholders
• Act as a trusted advisor and thought leader in the event marketing space
• Collaborate with internal teams who will deliver Training, Support, and Project Management directly to customers
• Develop expertise in Splash technology and Events marketing methodology in order to communicate long-term roadmap and represent customer needs internally

Qualifications:

• 2-3 years of experience in a SAAS Customer Success role, preferably with renewal experience
• Cares deeply about our customers and wants to help our event marketer clients succeed at their jobs
• Strong communication and negotiation skills. Upsell abilities are a bonus but not required
• Excellent in-person and web presentations skills
• Ability to think strategically and act tactically
• Likes a fast paced environment and is a quick learner
• Results-driven and can prioritize activities with the greatest impact
• Business acumen, sound decision making, analytical, and organizational skills in a fast paced environment; a consultative approach to managing complex customer relationships
• Expertise with Salesforce, Google Docs, Microsoft Office, and relevant software programs in your field. Experience with a CSP preferred
• Experience in a quota-carrying role preferred, but not required
• Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple projects as well as internal obligations
• Bonus points for coaching or volunteer experience – we love team players

What we offer and other fun stuff!

We’re taking a new and improved approach to compensation and the way we #takecare of our Splashers. An approach that makes a lot more sense in this remote world we live in and looking toward the future of work. You can read more here. In a nutshell, we offer

• Competitive base salary and stock options. Our success is your success
• Brand new MacBook Pro and monthly stipend for work-from-home expenses.
• Great healthcare benefits, with paid coverage for you and your family
• Plenty of vacation days, with Splash-specific days off and 2 extra Mental Escape (M.E.) days per month to unplug from work
• Remote first organization
• A bunch of other great perks/benefits that would make this description too long if we included it

It doesn’t stop there! Although we’re a remote company, we understand the importance of in-person connection. We have a yearly company offsite (pending it being safe health-wise) and fun virtual events with the rest of your team and the company (IRL too when it’s safe!).

What’s next?

If you’re interested in joining the team, apply below and you can expect to hear from us soon Please give us at least 2 weeks to get back to you. We promise we’re not ignoring you, playing Pokemon all day, or listening to the new J. Cole album on repeat (even though it’s ). It just takes a little TLC to go through all the applications and see if there’s a possible fit for you here.

When we find the right person, we try to put our best foot forward with an offer that excites you. We consider what you are looking for, the skills and experience you bring, what similar jobs pay and make sure there’s fair pay among those you’ll be working with. The base compensation amount for this role is targeted at $75,00 – $85,000 USD. In addition to your cash compensation, every full-time employee will be able to participate in our employee equity program. Final offer amounts are determined by multiple factors including your experience and expertise and may vary from the amounts listed above. What we can’t quantify for you are all the exciting challenges, supportive team, and amazing culture we enjoy. Please click here to gain invaluable insights from our Splash Culture Book.

At Splash, we believe that big ideas and great communities come from a team that celebrates diversity of all kinds. We are committed to being an equal opportunity workplace and encourage people from all backgrounds to apply.

*We collect personal information (PI) from you in connection with your application for employment with Splash, including the following categories of PI: identifiers, 8 personal records, 9 commercial information, 10 professional or employment information, 11 non-public education records 12 and inferences drawn from your PI. 1314 We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [privacy@Splash.com].